Account take over

#investinourplanet #earthday2022

#booie

#ONETeam #SNAPS #SageandNotableAdvisesfromPatrickSalazar

When I was new in the BPM industry in 2005, one of the accounts I was assigned to manage was performing poorly at 60% metrics achievement. My client had a lot of feedback on what must be improved.

I met with the leaders, support and frontline Associates of the account. I found out a few leaders of the account are in conflict and their rivalry is affecting the account’s heath.

I took over the management of this account. I involved EVERYONE in the strategic planning including top frontline Associates and Support Associates. WE implemented programs and activities that are aligned with the vision and mission of our organization and aligned with our client. I also had HR investigate some feedback coming from my FGDs.

In separate discussions, my conflicting leaders told me my approach is wrong, I should only talk to them and each threatened me they will resign. They both left including their lieutenants.

I revised the org structure and appointed all my high potential Associates within the account to Team Leaders, QAs, Trainers up to Senior Account Manager (SAM) roles. With the leadership of my new SAM, we implemented the operational strategy designed by EVERYONE. My boss and my client were concerned because the popular leaders in the account left within 1-2 months period and they cautioned me in promoting the new set of leaders especially the SAM role.

*Results: from 60% to 90+% metrics achievement, from getting penalties to getting incentives, from the lowest employee CSAT to the top quadrant. The senior executives of my client started attending our transformation project presentations designed to improve customer experience, efficiencies and sales led by my SAM and the Team. In an account with no sales in the SOW, we incorporated sales which results are much more than the monthly invoice paid by the client. We renewed our contract and even got a price increase.

All my promotees were confirmed and my SAM was awarded the Rookie SAM of the Year.

*About the photo

In celebration of Earth Day 2022, I awarded the installation of solar panels at my home to one of my best friendS At work who i Met in 2005.